Development system and method for a conversational application

ABSTRACT

A method, computer program product, and computing system for enabling usage of a conversational application by a plurality of users; gathering usage data concerning usage of the conversational application by the plurality of users; defining a visual representation of the conversational application; and overlaying the usage data onto the visual representation of the conversational application to generate visual traffic flow data.

RELATED APPLICATION(S)

This application is a continuation of U.S. patent application Ser. No.17/070,841 filed on Oct. 14, 2020, which claims the benefit of U.S.Provisional Application No. 63/002,145, filed on 30 Mar. 2020, theentire contents of which is herein incorporated by reference.

TECHNICAL FIELD

This disclosure relates to development systems and methods and, moreparticularly, to conversational application development systems andmethods.

BACKGROUND

As is known in the art, companies are moving towardautomated/intelligent systems that interact with users and respond touser inquires without the need (or expense) of human involvement.Accordingly and through the use of various communication channels (e.g.,an IVR channel, an SMS channel, a Mobile-Based Channel, a Web-BasedChannel), automated systems may be developed that intelligently interactwith end users.

Unfortunately and when designing such automated/intelligent systems,multiple discrete systems may be required (e.g., one system for writingcode and/or designing modules, another system for compiling code (ifneeded) to generate a runtime, another system to test the runtime,another system to gather data during runtime, and another system topresent the gathered data to the user). Unfortunately and by requiringthe use of so many discrete systems, efficiency may suffer, as the useris required to learn multiple systems, maintain multiple systems, andrepeatedly switch between multiple systems

SUMMARY OF DISCLOSURE

Visual Reporting System:

In one implementation, a computer-implemented method is executed on acomputing device and includes: enabling usage of a conversationalapplication by a plurality of users; gathering usage data concerningusage of the conversational application by the plurality of users;defining a visual representation of the conversational application; andoverlaying the usage data onto the visual representation of theconversational application to generate visual traffic flow data.

One or more of the following features may be included. The visualrepresentation of the conversational application may be a logic flow ofthe conversational application. The conversational application may bedefined using a plurality of functional modules. The plurality offunctional modules may include: one or more predefined functionalmodules; and one or more user-defined functional modules. The visualtraffic flow data may be configured to define one or more of: a flow ofthe plurality of users through the visual representation of theconversational application; a quantity of users entering one or more ofthe plurality of functional modules; a percentage of users entering oneor more of the plurality of functional modules; a quantity of usersleaving one or more of the plurality of functional modules; a percentageof users leaving one or more of the plurality of functional modules; aquantity of users leaving the conversational application; and apercentage of users leaving the conversational application. Theplurality of users may include: one or more end users. The plurality ofusers may include: one or more testers. The computer-implemented methodof claim 1 wherein the conversational application may include one ormore of: a multi-channel conversational application; and amulti-modality conversational application. The multi-channelconversational application may include one or more of: an IVR channel;an SMS channel; a mobile-based channel; and a web-based channel. Themulti-modality conversational application may include one or more of: anaudio-based communication modality; and a visual-based communicationmodality.

In another implementation, a computer program product resides on acomputer readable medium and has a plurality of instructions stored onit. When executed by a processor, the instructions cause the processorto perform operations including: enabling usage of a conversationalapplication by a plurality of users; gathering usage data concerningusage of the conversational application by the plurality of users;defining a visual representation of the conversational application; andoverlaying the usage data onto the visual representation of theconversational application to generate visual traffic flow data.

One or more of the following features may be included. The visualrepresentation of the conversational application may be a logic flow ofthe conversational application. The conversational application may bedefined using a plurality of functional modules. The plurality offunctional modules may include: one or more predefined functionalmodules; and one or more user-defined functional modules. The visualtraffic flow data may be configured to define one or more of: a flow ofthe plurality of users through the visual representation of theconversational application; a quantity of users entering one or more ofthe plurality of functional modules; a percentage of users entering oneor more of the plurality of functional modules; a quantity of usersleaving one or more of the plurality of functional modules; a percentageof users leaving one or more of the plurality of functional modules; aquantity of users leaving the conversational application; and apercentage of users leaving the conversational application. Theplurality of users may include: one or more end users. The plurality ofusers may include: one or more testers. The computer-implemented methodof claim 1 wherein the conversational application may include one ormore of: a multi-channel conversational application; and amulti-modality conversational application. The multi-channelconversational application may include one or more of: an IVR channel;an SMS channel; a mobile-based channel; and a web-based channel. Themulti-modality conversational application may include one or more of: anaudio-based communication modality; and a visual-based communicationmodality.

In another implementation, a computing system includes a processor andmemory is configured to perform operations including: enabling usage ofa conversational application by a plurality of users; gathering usagedata concerning usage of the conversational application by the pluralityof users; defining a visual representation of the conversationalapplication; and overlaying the usage data onto the visualrepresentation of the conversational application to generate visualtraffic flow data.

One or more of the following features may be included. The visualrepresentation of the conversational application may be a logic flow ofthe conversational application. The conversational application may bedefined using a plurality of functional modules. The plurality offunctional modules may include: one or more predefined functionalmodules; and one or more user-defined functional modules. The visualtraffic flow data may be configured to define one or more of: a flow ofthe plurality of users through the visual representation of theconversational application; a quantity of users entering one or more ofthe plurality of functional modules; a percentage of users entering oneor more of the plurality of functional modules; a quantity of usersleaving one or more of the plurality of functional modules; a percentageof users leaving one or more of the plurality of functional modules; aquantity of users leaving the conversational application; and apercentage of users leaving the conversational application. Theplurality of users may include: one or more end users. The plurality ofusers may include: one or more testers. The computer-implemented methodof claim 1 wherein the conversational application may include one ormore of: a multi-channel conversational application; and amulti-modality conversational application. The multi-channelconversational application may include one or more of: an IVR channel;an SMS channel; a mobile-based channel; and a web-based channel. Themulti-modality conversational application may include one or more of: anaudio-based communication modality; and a visual-based communicationmodality.

The details of one or more implementations are set forth in theaccompanying drawings and the description below. Other features andadvantages will become apparent from the description, the drawings, andthe claims.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagrammatic view of a distributed computing networkincluding a computing device that executes a conversational applicationdevelopment process according to an embodiment of the presentdisclosure;

FIG. 2 is a diagrammatic view of the conversational applicationdevelopment process of FIG. 1 according to an embodiment of the presentdisclosure;

FIG. 3 is a diagrammatic view of a natural language model generated bythe conversational application development process of FIG. 1 accordingto an embodiment of the present disclosure;

FIG. 4 is a flow chart of an implementation of the conversationalapplication development process of FIG. 1 according to an embodiment ofthe present disclosure;

FIG. 5 is a diagrammatic view of a design space generated by theconversational application development process of FIG. 1 according to anembodiment of the present disclosure;

FIG. 6 is a flow chart of another implementation of the conversationalapplication development process of FIG. 1 according to an embodiment ofthe present disclosure;

FIG. 7 is a flow chart of another implementation of the conversationalapplication development process of FIG. 1 according to an embodiment ofthe present disclosure;

FIG. 8 is a flow chart of another implementation of the conversationalapplication development process of FIG. 1 according to an embodiment ofthe present disclosure;

FIG. 9 is a diagrammatic view of visual traffic flow data generated bythe conversational application development process of FIG. 1 accordingto an embodiment of the present disclosure;

FIG. 10 is a flow chart of another implementation of the conversationalapplication development process of FIG. 1 according to an embodiment ofthe present disclosure; and

FIG. 11 is a flow chart of another implementation of the conversationalapplication development process of FIG. 1 according to an embodiment ofthe present disclosure.

Like reference symbols in the various drawings indicate like elements.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

System Overview

Referring to FIG. 1 , there is shown conversational applicationdevelopment process 10. As will be discussed below in greater detail,conversational application development process 10 may be configured toenable the generation, testing and deployment of conversationalapplications.

Conversational application development process 10 may be implemented asa server-side process, a client-side process, or a hybridserver-side/client-side process. For example, conversational applicationdevelopment process 10 may be implemented as a purely server-sideprocess via conversational application development process 10 s.Alternatively, conversational application development process 10 may beimplemented as a purely client-side process via one or more ofconversational application development process 10 c 1, conversationalapplication development process 10 c 2, conversational applicationdevelopment process 10 c 3, and conversational application developmentprocess 10 c 4. Alternatively still, conversational applicationdevelopment process 10 may be implemented as a hybridserver-side/client-side process via conversational applicationdevelopment process 10 s in combination with one or more ofconversational application development process 10 c 1, conversationalapplication development process 10 c 2, conversational applicationdevelopment process 10 c 3, and conversational application developmentprocess 10 c 4. Accordingly, conversational application developmentprocess 10 as used in this disclosure may include any combination ofconversational application development process 10 s, conversationalapplication development process 10 c 1, conversational applicationdevelopment process 10 c 2, conversational application developmentprocess 10 c 3, and conversational application development process 10 c4.

Conversational application development process 10 s may be a serverapplication and may reside on and may be executed by computing device12, which may be connected to network 14 (e.g., the Internet or a localarea network). Examples of computing device 12 may include, but are notlimited to: a personal computer, a laptop computer, a personal digitalassistant, a data-enabled cellular telephone, a notebook computer, atelevision with one or more processors embedded therein or coupledthereto, a cable/satellite receiver with one or more processors embeddedtherein or coupled thereto, a server computer, a series of servercomputers, a mini computer, a mainframe computer, or a cloud-basedcomputing network.

The instruction sets and subroutines of conversational applicationdevelopment process 10 s, which may be stored on storage device 16coupled to computing device 12, may be executed by one or moreprocessors (not shown) and one or more memory architectures (not shown)included within computing device 12. Examples of storage device 16 mayinclude but are not limited to: a hard disk drive; a RAID device; arandom access memory (RAM); a read-only memory (ROM); and all forms offlash memory storage devices.

Network 14 may be connected to one or more secondary networks (e.g.,network 18), examples of which may include but are not limited to: alocal area network; a wide area network; or an intranet, for example.

Examples of conversational application development processes 10 c 1, 10c 2, 10 c 3, 10 c 4 may include but are not limited to a clientapplication, a web browser, or a specialized application (e.g., anapplication running on e.g., the Android™ platform or the iOS™platform). The instruction sets and subroutines of conversationalapplication development processes 10 c 1, 10 c 2, 10 c 3, 10 c 4, whichmay be stored on storage devices 20, 22, 24, 26 (respectively) coupledto client electronic devices 28, 30, 32, 34 (respectively), may beexecuted by one or more processors (not shown) and one or more memoryarchitectures (not shown) incorporated into client electronic devices28, 30, 32, 34 (respectively). Examples of storage devices 20, 22, 24,26 may include but are not limited to: a hard disk drive; a RAID device;a random access memory (RAM); a read-only memory (ROM); and all forms offlash memory storage devices.

Examples of client electronic devices 28, 30, 32, 34 may include, butare not limited to, data-enabled, cellular telephone 28, laptop computer30, personal digital assistant 32, personal computer 34, a notebookcomputer (not shown), a server computer (not shown), a gaming console(not shown), a smart television (not shown), and a dedicated networkdevice (not shown). Client electronic devices 28, 30, 32, 34 may eachexecute an operating system, examples of which may include but are notlimited to Microsoft Windows™, Android™, WebOS™, iOS™, Redhat Linux™, ora custom operating system.

Users 36, 38, 40, 42 may access conversational application developmentprocess 10 directly through network 14 or through secondary network 18.Further, conversational application development process 10 may beconnected to network 14 through secondary network 18, as illustratedwith link line 44.

The various client electronic devices (e.g., client electronic devices28, 30, 32, 34) may be directly or indirectly coupled to network 14 (ornetwork 18). For example, data-enabled, cellular telephone 28 and laptopcomputer 30 are shown wirelessly coupled to network 14 via wirelesscommunication channels 46, 48 (respectively) established betweendata-enabled, cellular telephone 28, laptop computer 30 (respectively)and cellular network/bridge 50, which is shown directly coupled tonetwork 14. Further, personal digital assistant 32 is shown wirelesslycoupled to network 14 via wireless communication channel 52 establishedbetween personal digital assistant 32 and wireless access point (i.e.,WAP) 54, which is shown directly coupled to network 14. Additionally,personal computer 34 is shown directly coupled to network 18 via ahardwired network connection.

WAP 54 may be, for example, an IEEE 802.11a, 802.11b, 802.11g, 802.11n,Wi-Fi, and/or Bluetooth device that is capable of establishing wirelesscommunication channel 52 between personal digital assistant 32 and WAP54. As is known in the art, IEEE 802.11x specifications may use Ethernetprotocol and carrier sense multiple access with collision avoidance(i.e., CSMA/CA) for path sharing. The various 802.11x specifications mayuse phase-shift keying (i.e., PSK) modulation or complementary codekeying (i.e., CCK) modulation, for example. As is known in the art,Bluetooth is a telecommunications industry specification that allowse.g., mobile phones, computers, and personal digital assistants to beinterconnected using a short-range wireless connection.

Overview of Conversational Application Development System

Referring also to FIG. 2 , there is shown a diagrammatic view of oneimplementation of conversational application development process 10.Conversational application development process 10 is an end-to-endsolution for the creation, deployment, administration, and optimizationof conversational applications.

As is known in the art, conversational applications (e.g.,conversational application 56) are applications that allow businesses tocommunicate with their customers without the need for human involvement.

Examples of a conversational application (e.g., conversationalapplication 56) may include but are not limited to:

-   -   an intelligent text-based system in which a customer may send        inquires to the conversational application (e.g., conversational        application 56) via text messages, wherein the conversational        application (e.g., conversational application 56) may process        these text messages and provide text-based responses concerning        the same.    -   an intelligent voice-based system in which a customer may make        voice-based inquires of the conversational application (e.g.,        conversational application 56), wherein the conversational        application (e.g., conversational application 56) may process        these voice-based inquires and provide voice-based responses        concerning the same.

Conversational application development process 10 may combinecapabilities and best practices across the voice and digital spaces,thus allowing users of conversational application development process 10to build and manage conversational applications (e.g., conversationalapplication 56) for all channels in one place (with the flexibility todeploy in an on-premises environment or in a hosted environment).

Users of conversational application development process 10 (frombeginners to experts) may be able to “design once/deploy many” whenappropriate and may also be able to branch architecture and verbiagebased upon channel for the optimal user experience.

Examples of such channels may include but are not limited to:

-   -   IVR channel 58: As is known in the art, IVR (Interactive Voice        Response) is a technology that allows humans to interact with a        computer-operated phone system through the use of voice and DTMF        (Dual-Tone Multi-Frequency) tones input via a keypad. In        telecommunications, IVR may allow customers to interact with a        host system via a telephone keypad and/or speech recognition,        after which services may be inquired about through an IVR        dialogue. IVR systems may respond with prerecorded messages        and/or dynamically generated audio to further direct users as to        how to proceed. Accordingly, conversational application        development process 10 may be configured to develop        conversational applications (e.g., conversational application        56) that allow communication via such an IVR channel.    -   SMS channel 60: As is known in the art, SMS (short message        service) is a technology that uses standardized communication        protocols to enable the exchange of short text messages between        devices. Therefore, an SMS system may be configured to allow a        customer to interact with a computer-operated customer service        system, wherein the customer may submit text-based inquires and        the computer-operated customer service system may respond to the        same (via e.g., text-based responses). Accordingly,        conversational application development process 10 may be        configured to develop conversational applications (e.g.,        conversational application 56) that allow communication via such        an SMS channel    -   Mobile-Based Channel 62: As is known in the art, mobile        applications (such as those executed on client electronic        devices 28, 32) may be configured to allow a customer to        interact with a computer-operated customer service system,        wherein the customer may submit text-based and/or voice-based        inquires and the computer-operated customer service system may        respond to the same (via e.g., text-based and/or voice-based        responses). Accordingly, conversational application development        process 10 may be configured to develop conversational        applications (e.g., conversational application 56) that allow        communication via such a mobile-based channel.    -   Web-Based Channel 64: As is known in the art, web browser        applications (e.g., Firefox™, Chrome™, Edge™) such as those        executed on client electronic devices 28, 30, 32, 34 may be        configured to allow a customer to interact with a        computer-operated customer service system, wherein the customer        may submit text-based and/or voice-based inquires and the        computer-operated customer service system may respond to the        same (via e.g., text-based and/or voice-based responses).        Accordingly, conversational application development process 10        may be configured to develop conversational applications (e.g.,        conversational application 56) that allow communication via such        a web-based channel.

The Dialog Design Modeling tool (e.g., Mix.dialog 100) and/or ASR/NLUModeling tool (e.g., Mix.nlu 102) may allow a user to define an entireuser experience (including e.g., what a user of the system (e.g.,conversational application 56) may say to (or type to) an IVR or virtualassistant, as well as what the system (e.g., conversational application56) may say (or type) in response to an inquiry.

Conversational application development process 10 may generate runtimebased upon the design defined via the Dialog Design Modeling tool (e.g.,Mix.dialog 100) and/or ASR/NLU Modeling tool (e.g., Mix.nlu 102). As isknown in the art, runtime is the period of time during which a programis running and the final phase of the program lifecycle (during whichthe machine executes the program code). The resulting code that isgenerated by conversational application development process 10 may behuman-readable and may match each state in the Dialog Design Modelingtool (e.g., Mix.dialog 100).

The runtime may generate verbose breadcrumb report data (e.g., reportdata 104 for utilization by reporting tool 106 of conversationalapplication development process 10) that may be based upon the design,wherein each state that exists in the design may be automaticallyrepresented in the reporting data (e.g., report data 104).

A testing tool (e.g., Mix.test 108) of conversational applicationdevelopment process 10 may allow a user of conversational applicationdevelopment process 10 to rapidly create test cases based upon thedesign of e.g., conversational application 56. Because the Testing tool(e.g., Mix.test 108) and Dialog Design tool (e.g., Mix.dialog 100) areconnected, users of conversational application development process 10may view their test coverage, wherein each test case may validate thedesign, runtime, report data, and reports (i.e., the complete,end-to-end pipeline).

Access and Administration

Mix.admin

Mix.admin 110 of conversational application development process 10 mayfunction as a self-service portal and an entry point into conversationalapplication development process 10. Through Mix.admin 110, users may beable to sign up to use conversational application development process10. Once signed up and logged in, users of conversational applicationdevelopment process 10 may have access to various functionality (e.g.,online documentation, user forums, help discussions; not shown)

Mix.portal

Mix.portal 112 of conversational application development process 10 maybe configured to provide management functionality for administrators ofconversational application development process 10 and may provideadministrators with the ability to limit thepermissions/rights/privileges of the users of conversational applicationdevelopment process 10.

Through the use of Mix.portal 112, administrators may quickly and easilyset up users on conversational application development process 10.Additionally/alternatively, users may sign up (using SSO if applicable)and onboard via the Self-Service Portal of Mix.portal 112. As is knownin the art, single sign-on (SSO) is an authentication methodology thatallows a user to log in (via a single ID and password) to any of severalrelated, yet independent, software systems. Once logged in, users mayobtain product documentation, participate in discussion forums, and/orshare data/information with other users. Further, designated users(e.g., administrators) may access a management portal (not shown) thatmay allow these administrators to e.g., assign roles and permissions toother users, and monitor the behavior of users within the platform.

Mix.dialog and Development

Mix.dialog 100 of conversational application development process 10 maybe a multichannel dialog design development tool for creatingconversational experiences that may be achievable via a conversationalapplication (e.g., conversational application 56). As discussed above,examples of such conversational applications may include but are notlimited to: an intelligent text-based system in which a customer maysend inquires to the conversational application (e.g., conversationalapplication 56) via text messages, wherein the conversationalapplication (e.g., conversational application 56) may process these textmessages and provide text-based responses concerning the same; and anintelligent voice-based system in which a customer may make voice-basedinquires of the conversational application (e.g., conversationalapplication 56), wherein the conversational application (e.g.,conversational application 56) may process these voice-based inquiresand provide voice-based responses concerning the same.

Through the use of a user-friendly drag-and-drop design/development GUI,users of Mix.dialog 100 of conversational application developmentprocess 10 may e.g., write sample dialogs, create application flows, andspecify all conversational details, such as verbiage, logic, web-servicecalls, etc. Users of Mix.dialog 100 may preview their designs using avoice and/or chat interface to confirm the desired experience. Each ofthese views within the GUI may be connected, which may ensure thatsample dialogs, flows, and details are always in sync, and that everystakeholder understands and participates in the design process.Mix.dialog 100 may allow nonspecialized users to create and/or editsimple conversational experiences (such as FAQs), and may also allowexperts to create more complex dialogs (such as personalized, multi-turntransactions). These dialogs may be shared across channels (e.g., IVRchannel 58, SMS channel 60, Mobile-Based Channel 62, Web-Based Channel64) by default. However, if a particular channel (e.g., IVR channel 58,SMS channel 60, Mobile-Based Channel 62, or Web-Based Channel 64)requires a specialized flow (or a unique prompting), users may easilybranch their design to accommodate the additional channel(s).

Accordingly and through the use of Mix.dialog 100 of conversationalapplication development process 10, multiple users of conversationalapplication development process 10 may collaborate on the design of theconversational application (e.g., conversational application 56) throughe.g., locking mechanisms that may prevent more than one user fromupdating a state at the same time. Users may also be able to exchangenotes for one another within Mix.dialog 100, flagging areas of thedesign for further review or clarification. Users of Mix.dialog 100 mayalso design the conversational application (e.g., conversationalapplication 56) for multiple languages (within the same application)while sharing the same flow with localized verbiage (or may branch basedon language if necessary).

Mix.nlu and ASR Modeling

Mix.nlu 102 of conversational application development process 10 mayoffer users a great deal of flexibility in the interpretation of enduser text and speech inputs. Specifically, users of Mix.nlu 102 maycreate designs that use a single language model (which may be typical ofvirtual assistants). For example, users may select from a number ofvertical-specific domain language models to use within theconversational application (e.g., conversational application 56), orthey may create their own domain language models through bootstrappingand/or data collection.

Referring also to FIG. 3 and using a NL (Natural Language) view, usersof Mix.nlu 102 of conversational application development process 10 maydefine the ontology of the natural language model by e.g., creatingintents, concepts and concept values. These elements are may then beused during intent assignment and sentence annotation to help build thedataset that will be used to create the NL model.

Each intent created using Mix.nlu 102 of conversational applicationdevelopment process 10 may be associated with zero or more concepts inorder to define the type of information that the user should provide tocomplete the desired operation. Concepts may have many different valuesthat themselves represent the information the end user provides (e.g.:Concept→CARD_TYPE, Concept Value→MasterCard).

When pulling data from production (e.g., via the feedback loop) oradding sentences manually, the ontology may be used to assign an intentto a sentence and then annotate the sentence with all theConcepts/Concept Values present. The ontology definition may then be fedinto the Dialog Design view, where users may create dialogs or routingbehaviors for each intent using the concepts and concept values.

If a closed (directed dialog) grammar is deemed necessary (which istypical in today's Interactive Voice Response systems), the users mayreference GRXML grammar files, or may create them in the NLU and ASRDesign view. Applications may be created using only closed grammars(whether speech or Dual-Tone Multi-Frequency), using only open grammars,or using a combination of closed and open grammars, to yield the bestpossible recognition capabilities.

Dialog Runtime—DLGaaS

DLGaaS 114 (i.e., the dialog runtime) of conversational applicationdevelopment process 10 may consist of three main components (e.g., achannel connector, a dialog orchestrator, and a dialog engine; notshown). The dialog engine (which may be a generic Network DiagnosticsFramework (NDF) application) may be designed to follow the details ofthe nodes within the design tooling, which may make reading andfollowing the code, trace logging, breadcrumb logging, and design mucheasier and may require little effort to debug the issues that oftenoccur during development. Each state used in the dialog design view maybe referenceable in the runtime configuration/code. As each node isexecuted, the runtime may log user behaviors in a log file forsubsequent reporting and optimization.

Report Data

Report data 104 is generated by the dialog runtime (i.e., DLGaaS 114) ofconversational application development process 10, wherein report data104 may be used within the reports generated by conversationalapplication development process 10. The data (e.g., report data 104)created by the dialog runtime (i.e., DLGaaS 114) may mimic the structureof the original design to enable the user of conversational applicationdevelopment process 10 to more easily see what is happening within theirdesign. For example, each node in the design may have built in events(or breadcrumbs) that explain what the user (or runtime) did based uponthe user responses and/or data coming from the backend systems. Thisdata may then imported into reporting tool 106 of conversationalapplication development process 10.

Reporting and Optimization

Reporting tool 106 of conversational application development process 10may enable the generation of reports based upon the data (e.g., reportdata 104) created by the dialog runtime (i.e., DLGaaS 114). Because theruntime logging (by e.g., DLGaaS 114) may be tied directly to the designof the conversational application (e.g., conversational application 56),user behaviors may be easy to visualize. For example, reporting tool 106may provide a clear view of: how many users are accessing each intentand node; recognition/interpretation performance at each node; levels ofautomation within each intent; and areas causing errors ormisunderstandings. Accordingly, users of conversational applicationdevelopment process 10 may quickly pinpoint areas of the conversationalapplication (e.g., conversational application 56) that requireoptimization, which may be accomplished through adjustments to languagemodels and/or dialogs.

Mix.test

Mix-test 108 of conversational application development process 10 mayenable the user to effectuate testing of the conversational application(e.g., conversational application 56). In order to ensure that end usersare receiving the desired experience, Mix-test 108 of conversationalapplication development process 10 may enable users to perform athorough regression test of the conversational application (e.g.,conversational application 56). As is known in the art, regressiontesting is typically a laborious, time-consuming process that requires atrade-off between getting an application release out the door in timeand risking a poor user experience/costly bugs in production.

Mix-test 108 of conversational application development process 10 mayremove the need for compromise by automating the testing process. Forexample, users of conversational application development process 10 mayrapidly create a regression test set by clicking through the paths intheir design flow. Further and as the test cases may be tied directly tothe design, users of conversational application development process 10may view the areas of the design that have been tested by suchregression test sets, as well as those areas of the design that stillrequire testing, as well as those areas of the design that retestingfollowing a design change.

Test cases may be executed in a variety of ways, such as a) manually(via JUnit to make sure that design, code, logging, and reporting arealigned); and b) automatically through an automation vendor like Empirixor Cyara. As could be expected, automated testing may drastically reducethe time between releases, increasing speed and allowing more focus onenhancement and optimization of the user experience.

A Visual Multi-Channel/Multi-Modality/Multi-Language DevelopmentPlatform:

Referring also to FIG. 4 , conversational application developmentprocess 10 may define 150 a library of functional modules (e.g., libraryof functional modules 118).

The library of functional modules (e.g., library of functional modules118) may include: one or more predefined functional modules (e.g.,predefined functional modules 120); and one or more user-definedfunctional modules (e.g., user-defined functional modules 122).

When conversational application development process 10 allows for use ofuser-defined functional modules (e.g., user-defined functional modules122), conversational application development process 10 may enable 152 auser (e.g., user 42) to define the one or more user-defined functionalmodules (e.g., user-defined functional modules 122).

Each of the functional modules included within library of functionalmodules 118 may be “building blocks” with which the conversationalapplication (e.g., conversational application 56) may be designed. Forexample, each of the functional modules included within library offunctional modules 118 may be blocks of code that effectuates a logicalfunction, wherein examples of such logical function may include but isnot limited to: a controller function, a decision function, a playprompt function, a dialog module function, a data access function, anintent function, a concept function, a value function, a sentencefunction, and various user-defined functions. Each of the functionalmodules included within library of functional modules 118 may includeone or more inputs and/or one or more outputs, wherein e.g., theoutput(s) of one functional module may be coupleable to the input(s) ofother functional modules.

Accordingly, conversational application development process 10 mayenable 154 the user (e.g., user 42) to select a plurality of functionalmodules (e.g., plurality of functional modules 124) from the library offunctional modules (e.g., library of functional modules 118) and mayenable 156 the user (e.g., user 42) to visually arrange the plurality offunctional modules (e.g., plurality of functional modules 124) to form aconversational application (e.g., conversational application 56).

Specifically and when enabling 156 the user (e.g., user 42) to visuallyarrange the plurality of functional modules (e.g., plurality offunctional modules 124) to form a conversational application (e.g.,conversational application 56), conversational application developmentprocess 10 may enable 158 the user (e.g., user 42) to visually arrangethe plurality of functional modules (e.g., plurality of functionalmodules 124) to define a logic flow (e.g., logic flow 126) for theconversational application (e.g., conversational application 56).

For example and referring also to FIG. 5 , the user (e.g., user 42) maydrag-and-drop functional modules (e.g., predefined functional modules120 and/or user-defined functional modules 122) from library offunctional modules 118 to design space 180 of conversational applicationdevelopment process 10, wherein the user (e.g., user 42) may visuallyarrange the plurality of functional modules (e.g., plurality offunctional modules 124) to define a logic flow (e.g., logic flow 126)for the conversational application (e.g., conversational application56).

As discussed above, each of the functional modules included withinlibrary of functional modules 118 may include one or more inputs and/orone or more outputs, wherein e.g., the output(s) of one functionalmodule may be coupleable to the input(s) of other functional modules.Accordingly and when visually arranging the plurality of functionalmodules (e.g., plurality of functional modules 124) to define a logicflow (e.g., logic flow 126) for the conversational application (e.g.,conversational application 56), the user (e.g., user 42) may couple theoutputs of some functional modules within logic flow 126 to the inputsof other functional modules within logic flow 126. For example and whenadding functional module 182 to logic flow 126, the user (e.g., user 42)may couple one or the outputs of functional module 184 to the input offunctional module 182.

The conversational application (e.g., conversational application 56) mayinclude one or more of: a multi-channel conversational application; anda multi-modality conversational application. A multi-channelconversational application (e.g., conversational application 56) mayinclude two or more channels (e.g., two or more of IVR channel 58, SMSchannel 60, Mobile-Based Channel 62, Web-Based Channel 64). Examples ofa multi-modality conversational application (e.g., conversationalapplication 56) may include any conversational application that isconfigured to (and capable of) communicating with an end user (e.g., enduser 38) in a variety of communication modalities. Examples of suchcommunication modalities may include but are not limited to one or moreof: an audio-based communication modality (e.g., utilizing recordedaudio segment functionality and/or utilizing text-to-speechfunctionality); and a visual-based communication modality (e.g.,utilizing JSON text-based functionality and/or utilizing HTML/SSMLtext-based functionality).

As is known in the art, JavaScript Object Notation (JSON) is an openstandard file format, and data interchange format, that useshuman-readable text to store and transmit data objects consisting ofattribute—value pairs and array data types (or any other serializablevalue). JSON is a common data format, with a diverse range ofapplications, such as serving as a replacement for XML in AJAX systems.

As is known in the art, Hypertext Markup Language (HTML) is the standardmarkup language for documents designed to be displayed in a web browser.HTML may be assisted by technologies such as Cascading Style Sheets(CSS) and scripting languages such as JavaScript. Web browsers mayreceive HTML documents from a web server or from local storage and mayrender the documents into multimedia web pages. HTML may describe thestructure of a web page semantically.

As is known in the art, Speech Synthesis Markup Language (SSML) is anXML-based markup language for speech synthesis applications. It is arecommendation of the W3C's voice browser working group. SSML is oftenembedded in VoiceXML scripts to drive interactive telephony systems.However, it also may be used alone, such as for creating audio books.

An Omni-Channel Development Platform:

Referring also to FIG. 6 and as discussed above, the library offunctional modules (e.g., library of functional modules 118) may includeone or more predefined functional modules (e.g., predefined functionalmodules 120) and one or more user-defined functional modules (e.g.,user-defined functional modules 122); wherein conversational applicationdevelopment process 10 may enable 152 the user (e.g., user 42) to definethe one or more user-defined functional modules (e.g., user-definedfunctional modules 122).

As discussed above, conversational application development process 10may enable 154 the user (e.g., user 42) to select a plurality offunctional modules (e.g., plurality of functional modules 124) from thelibrary of functional modules (e.g., library of functional modules 118).

Conversational application development process 10 may enable 200 theuser (e.g., user 42) to arrange the plurality of functional modules(e.g., plurality of functional modules 124) to form an omnichannelconversational application (e.g., conversational application 56) thatincludes a first channel and at least a second channel. An omnichannelconversational application (e.g., conversational application 56) is aconversational application that is configured to enable an end user(e.g., end user 36) to begin a session of conversational application 56in the first channel and transition the session to at least a secondchannel without having to restart the session. For example, the firstchannel and at least a second channel may include two or more of: IVRchannel 58, SMS channel 60, Mobile-Based Channel 62, Web-Based Channel64.

The omnichannel conversational application (e.g., conversationalapplication 56) may include one or more of: an audio-based communicationmodality (e.g., utilizing recorded audio segment functionality and/orutilizing text-to-speech functionality); and a visual-basedcommunication modality (e.g., utilizing JSON text-based functionalityand/or utilizing HTML/SSML text-based functionality).

When enabling 200 the user (e.g., user 42) to arrange the plurality offunctional modules (e.g., plurality of functional modules 124) to forman omnichannel conversational application (e.g., conversationalapplication 56) that includes a first channel and at least a secondchannel, conversational application development process 10 may enable202 the user (e.g., user 42) to visually arrange the plurality offunctional modules (e.g., plurality of functional modules 124) to formthe omnichannel conversational application (e.g., conversationalapplication 56) that includes the first channel and at least a secondchannel.

Specifically and when enabling 202 the user (e.g., user 42) to visuallyarrange the plurality of functional modules (e.g., plurality offunctional modules 124) to form the omnichannel conversationalapplication (e.g., conversational application 56) that includes thefirst channel and at least a second channel, conversational applicationdevelopment process 10 may enable 204 the user (e.g., user 42) tovisually arrange the plurality of functional modules (e.g., plurality offunctional modules 124) to define a logic flow (e.g., logic flow 126)for the omnichannel conversational application (e.g., conversationalapplication 56) that includes the first channel and at least a secondchannel.

As discussed above, the user (e.g., user 42) may drag-and-dropfunctional modules (e.g., predefined functional modules 120 and/oruser-defined functional modules 122) from library of functional modules118 to design space 180 of conversational application developmentprocess 10, wherein the user (e.g., user 42) may visually arrange theplurality of functional modules (e.g., plurality of functional modules124) to define a logic flow (e.g., logic flow 126) for theconversational application (e.g., conversational application 56).

Conversational application development process 10 may enable 206 an enduser (e.g., end user 36) to initiate a session of the omnichannelconversational application (e.g., conversational application 56) in thefirst channel and subsequently switch the session of the omnichannelconversational application (e.g., conversational application 56) to theat least a second channel.

For example, assume that user 36 is having a problem with their creditcard and needs to contact their credit card company. Accordingly,conversational application development process 10 may enable 206 enduser 36 to initiate a session of the omnichannel conversationalapplication (e.g., conversational application 56) in the first channel(e.g., IVR channel 58). For example, assume that user 36 uses IVRchannel 58 to initiate a session and successfully provide theiridentity, provide their credit card number, and identify the generalissue that needs to be addressed (e.g., an incorrect purchase amount ona specific charge). However, assume that after entering all of thisinformation, IVR channel 58 of conversational application 56 is havingdifficulty understanding the date of the specific charge (as user 36 isinadvertently entering the purchase date in an incorrect format). Asconversational application development process 10 may enable 206 user 36to switch the session of the omnichannel conversational application(e.g., conversational application 56) to another channel, user 36 maycontinue their session using a different channel without having torestart the session (or reenter the information already provided toconversational application development process 10). For example, user 36may request (via IVR channel 58) that conversational applicationdevelopment process 10 continue the session via SMS channel 60 by sayinge.g., “Please text me @ 987-654-3210”. Conversational applicationdevelopment process 10 may then utilize SMS channel 60 to continue thepreviously-started session via text messages to 987-654-3210.

A Conversational AI Test Platform:

Referring also to FIG. 7 and as discussed above, the library offunctional modules (e.g., library of functional modules 118) may includeone or more predefined functional modules (e.g., predefined functionalmodules 120) and one or more user-defined functional modules (e.g.,user-defined functional modules 122); wherein conversational applicationdevelopment process 10 may enable 152 the user (e.g., user 42) to definethe one or more user-defined functional modules (e.g., user-definedfunctional modules 122).

Further and as discussed above, conversational application developmentprocess 10 may enable 154 the user (e.g., user 42) to select a pluralityof functional modules (e.g., plurality of functional modules 124) from alibrary of functional modules (e.g., library of functional modules 118).

Conversational application development process 10 may enable 250 theuser (e.g., user 42) to arrange the plurality of functional modules(e.g., plurality of functional modules 124) to form a conversationalapplication (e.g., conversational application 56).

As discussed above, the conversational application (e.g., conversationalapplication 56) may include one or more of: a multi-channelconversational application; and a multi-modality conversationalapplication. A multi-channel conversational application (e.g.,conversational application 56) may include two or more channels (e.g.,two or more of IVR channel 58, SMS channel 60, Mobile-Based Channel 62,Web-Based Channel 64). Examples of a multi-modality conversationalapplication (e.g., conversational application 56) may include anyconversational application that is configured to (and capable of)communicating with an end user (e.g., end user 38) in a variety ofcommunication modalities. Examples of such communication modalities mayinclude but are not limited to one or more of: an audio-basedcommunication modality (e.g., utilizing recorded audio segmentfunctionality and/or utilizing text-to-speech functionality); and avisual-based communication modality (e.g., utilizing JSON text-basedfunctionality and/or utilizing HTML/SSML text-based functionality).

Specifically and when enabling 250 the user (e.g., user 42) to arrangethe plurality of functional modules (e.g., plurality of functionalmodules 124) to form a conversational application (e.g., conversationalapplication 56), conversational application development process 10 mayenable 252 the user (e.g., user 42) to visually arrange the plurality offunctional modules (e.g., plurality of functional modules 124) to form aconversational application (e.g., conversational application 56).

As discussed above, the user (e.g., user 42) may drag-and-dropfunctional modules (e.g., predefined functional modules 120 and/oruser-defined functional modules 122) from library of functional modules118 to design space 180 of conversational application developmentprocess 10, wherein the user (e.g., user 42) may visually arrange theplurality of functional modules (e.g., plurality of functional modules124) to define a logic flow (e.g., logic flow 126) for theconversational application (e.g., conversational application 56).

Conversational application development process 10 may effectuate 254 atesting procedure (e.g., testing procedure 66) on at least a portion ofthe conversational application (e.g., conversational application 56). Anexample of the testing procedure (e.g., testing procedure 66) mayinclude (as discussed above) a regression test. As is known in the art,regression testing is typically a laborious, time-consuming process thatrequires a trade-off between getting an application release out the doorin time and risking a poor user experience/costly bugs in production.However, being that conversational application development process 10automates this testing procedure (e.g., testing procedure 66), theprocess of performing such testing is greatly streamlined.

The testing procedure (e.g., testing procedure 66) may be a predefinedtesting procedure or a user-defined testing procedure, whereinconversational application development process 10 may enable 256 theuser (e.g., user 42) to define such user-defined testing procedures.

Visual Reporting System:

Referring also to FIG. 8 , once the conversational application (e.g.,conversational application 56) is developed and tested (in the mannerdescribed above) using conversational application development process10, conversational application development process 10 may enable 300usage of the conversational application (e.g., conversationalapplication 56) by a plurality of users (e.g., users, 36, 38, 40). Thisplurality of users (e.g., users, 36, 38, 40) may include one or more endusers (e.g., customers & users of conversational application 56) and/orone or more testers (e.g., alpha testers & beta testers ofconversational application 56).

As discussed above, the conversational application (e.g., conversationalapplication 56) may be defined using a plurality of functional modules(e.g., plurality of functional modules 124). This plurality offunctional modules (e.g., plurality of functional modules 124) mayinclude: one or more predefined functional modules (e.g., predefinedfunctional modules 120); and one or more user-defined functional modules(e.g., user-defined functional modules 122).

As discussed above, the conversational application (e.g., conversationalapplication 56) may include one or more of: a multi-channelconversational application; and a multi-modality conversationalapplication. A multi-channel conversational application (e.g.,conversational application 56) may include two or more channels (e.g.,two or more of IVR channel 58, SMS channel 60, Mobile-Based Channel 62,Web-Based Channel 64). As discussed above, examples of a multi-modalityconversational application (e.g., conversational application 56) mayinclude any conversational application that is configured to (andcapable of) communicating with an end user (e.g., end user 38) in avariety of communication modalities. As further discussed above,examples of such communication modalities may include but are notlimited to one or more of: an audio-based communication modality (e.g.,utilizing recorded audio segment functionality and/or utilizingtext-to-speech functionality); and a visual-based communication modality(e.g., utilizing JSON text-based functionality and/or utilizingHTML/SSML text-based functionality).

Referring also to FIG. 9 , conversational application developmentprocess 10 may gather 302 usage data (e.g., report data 104) concerningusage of the conversational application (e.g., conversationalapplication 56) by the plurality of users (e.g., users, 36, 38, 40).Conversational application development process 10 may then define 304 avisual representation of the conversational application (e.g.,conversational application 56), wherein this visual representation ofthe conversational application (e.g., conversational application 56) maybe a logic flow (e.g., logic flow 126) of the conversational application(e.g., conversational application 56).

Conversational application development process 10 may overlay 306 theusage data (e.g., report data 104) onto the visual representation (e.g.,logic flow 126) of the conversational application (e.g., conversationalapplication 56) to generate visual traffic flow data 350.

Visual traffic flow data 350 may be configured to define one or more of:

-   -   a flow of the plurality of users (e.g., users, 36, 38, 40)        through the visual representation of the conversational        application (e.g., conversational application 56), thus allowing        user 42 to monitor user flow through conversational application        56;    -   a quantity of users entering one or more of the plurality of        functional modules, thus allowing user 42 to monitor the inbound        loading of individual nodes within conversational application        56;    -   a percentage of users entering one or more of the plurality of        functional modules, thus allowing user 42 to monitor the inbound        load balancing of individual nodes within conversational        application 56;    -   a quantity of users leaving one or more of the plurality of        functional modules, thus allowing user 42 to monitor the        outbound loading of individual nodes within conversational        application 56;    -   a percentage of users leaving one or more of the plurality of        functional modules, thus allowing user 42 to monitor the        outbound load balancing of individual nodes within        conversational application 56;    -   a quantity of users leaving the conversational application        (e.g., conversational application 56), thus allowing user 42 to        monitor the dropout numbers at various locations within        conversational application 56; and    -   a percentage of users leaving the conversational application        (e.g., conversational application 56), thus allowing user 42 to        monitor the dropout percentage at various locations within        conversational application 56.

When conversational application development process 10 overlays 306 theusage data (e.g., report data 104) onto the visual representation (e.g.,logic flow 126) of the conversational application (e.g., conversationalapplication 56) to generate visual traffic flow data 350, visual trafficflow data 350 may define the following:

-   -   10,173 users initiated a session with conversational application        56 at controller node 352, wherein:        -   8,819 users of these 10,173 users (86.70%) navigated toward            dialog nodes 354, 356, 358; and        -   1,354 users of these 10,173 users (13.30%) navigated toward            play prompt node 360.    -   Of the 8,819 users that navigated toward dialog nodes 354, 356,        358:        -   3,133 users of these 8,819 users (35.52%) navigated toward            dialog node 354;        -   2,127 users of these 8,819 users (24.12%) navigated toward            dialog node 356;        -   3,219 users of these 8,819 users (36.50%) navigated toward            dialog node 358; and        -   340 users of these 8,819 users (3.86%) dropped out of            conversational application 56 (e.g., hung up the phone,            ended the chat session or closed the application).    -   Of the 1,354 users that navigated toward play prompt node 360:        -   816 users of these 1,354 users (60.26%) navigated toward            decision node 362; and        -   538 users of these 1,354 users (39.74%) dropped out of            conversational application 56 (e.g., hung up the phone,            ended the chat session or closed the application).    -   Of the 816 users that navigated toward decision node 362:        -   474 users of these 816 users (58.08%) navigated toward play            prompt node 364;        -   325 users of these 816 users (39.82%) navigated toward play            prompt node 366; and        -   17 users of these 816 users (2.18%) dropped out of            conversational application 56 (e.g., hung up the phone,            ended the chat session or closed the application).            Hybrid Cloud:

Referring also to FIG. 10 and as discussed above, conversationalapplication development process 10 may enable 400 the development of aconversational application (e.g., conversational application 56) withina first environment and may enable 402 the deployment of theconversational application (e.g., conversational application 56) withina second environment.

For example, the first environment may be a cloud environment and thesecond environment may be a local environment. Alternatively, the firstenvironment may be a local environment and the second environment may bea cloud environment.

For the following discussion, a cloud environment may include anenvironment for remotely executing conversational applicationdevelopment process 10. As is known in the art, a cloud environment ison-demand remote computer resources, such as remote data storage (e.g.,cloud storage; not shown) and remote computing power (e.g., computeresources; not shown) without any direct active management by the user(e.g., user 42). The term cloud environment is generally used todescribe data centers available to many users over the Internet. Largecloud environments often have functions that are distributed overmultiple locations from central servers. Cloud environments may belimited to a single organization (enterprise clouds) or may be availableto many organizations (public cloud).

One example of such a cloud environment (be it the first environment orthe second environment) may be an SaaS environment (e.g., SaaSenvironment 68). As is known in the art, Software as a service (SaaS) isa software licensing and delivery model in which software is licensed ona subscription basis and is centrally hosted. SaaS applications may beknown as web-based software, on-demand software and hosted software. Theterm “software as a service” (SaaS) is considered to be part of thenomenclature of cloud computing, along with Infrastructure as a Service(IaaS), Platform as a Service (PaaS), Desktop as a Service (DaaS),Managed Software as a Service (MSaaS), Mobile Backend as a Service(MBaaS), Datacenter as a Service (DCaaS), and Information TechnologyManagement as a Service (ITMaaS). SaaS applications may be accessed by auser (e.g., user 42) using a thin client (e.g. via a web browser).

For the following discussion, a local environment may include anenvironment for locally executing conversational application developmentprocess 10, wherein this local environment may include local datastorage (e.g., storage device 16) and local computing power (e.g.,computing device 12) that is actively managed by the user (e.g., user42).

When enabling 400 the development of a conversational application (e.g.,conversational application 56) within a first environment,conversational application development process 10 may enable 404 a user(e.g., user 42) to select a plurality of functional modules (e.g.,plurality of functional modules 124) from a library of functionalmodules (e.g., library of functional modules 118) within the firstenvironment.

The library of functional modules (e.g., library of functional modules118) may include: one or more predefined functional modules (e.g.,predefined functional modules 120); and one or more user-definedfunctional modules (e.g., user-defined functional modules 122), whereinconversational application development process 10 may enable 406 theuser (e.g., user 42) to define the one or more user-defined functionalmodules (e.g., user-defined functional modules 122).

Additionally and when enabling 400 the development of a conversationalapplication (e.g., conversational application 56) within a firstenvironment, conversational application development process 10 mayenable 408 the user (e.g., user 42) to visually arrange the plurality offunctional modules (e.g., plurality of functional modules 124) to formthe conversational application (e.g., conversational application 56)within the first environment.

As discussed above, the user (e.g., user 42) may drag-and-dropfunctional modules (e.g., predefined functional modules 120 and/oruser-defined functional modules 122) from library of functional modules118 to design space 180 of conversational application developmentprocess 10, wherein the user (e.g., user 42) may visually arrange theplurality of functional modules (e.g., plurality of functional modules124) to define a logic flow (e.g., logic flow 126) for theconversational application (e.g., conversational application 56).

As discussed above, the conversational application (e.g., conversationalapplication 56) may include one or more of: a multi-channelconversational application; and a multi-modality conversationalapplication. A multi-channel conversational application (e.g.,conversational application 56) may include two or more channels (e.g.,two or more of IVR channel 58, SMS channel 60, Mobile-Based Channel 62,Web-Based Channel 64). As discussed above, examples of a multi-modalityconversational application (e.g., conversational application 56) mayinclude any conversational application that is configured to (andcapable of) communicating with an end user (e.g., end user 38) in avariety of communication modalities. As further discussed above,examples of such communication modalities may include but are notlimited to one or more of: an audio-based communication modality (e.g.,utilizing recorded audio segment functionality and/or utilizingtext-to-speech functionality); and a visual-based communication modality(e.g., utilizing JSON text-based functionality and/or utilizingHTML/SSML text-based functionality).

Through the use of the system described above, conversationalapplication development process 10 may allow for variousdesign/deployment strategies with respect to conversational application56, examples of which may include but are not limited to:

-   -   conversational application 56 being developed on a local        environment, tested on a cloud environment, and deployed on a        local environment;    -   conversational application 56 being developed on a cloud        environment, tested on a cloud environment, and deployed on a        local environment;    -   conversational application 56 being developed on a local        environment, tested on a local environment, and deployed on a        cloud environment; and    -   conversational application 56 being developed on a cloud        environment, tested on a local environment, and deployed on a        cloud environment.        Business Roadmap:

Referring also to FIG. 11 and as discussed above, conversationalapplication development process 10 may enable 154 the user (e.g., user42) to select a plurality of functional modules (e.g., plurality offunctional modules 124) from a library of functional modules (e.g.,library of functional modules 118). This library of functional modules(e.g., library of functional modules 118) may include one or morepredefined functional modules (e.g., predefined functional modules 120)and one or more user-defined functional modules (e.g., user-definedfunctional modules 122).

As also discussed above, conversational application development process10 may enable 450 the user (e.g., user 42) to visually arrange theplurality of functional modules (e.g., plurality of functional modules124) to form a conversational application (e.g., conversationalapplication 56). For example, the user (e.g., user 42) may drag-and-dropfunctional modules (e.g., predefined functional modules 120 and/oruser-defined functional modules 122) from library of functional modules118 to design space 180 of conversational application developmentprocess 10.

Conversational application development process 10 may be configured toenable the user (e.g., user 42) to define a contingency plan (e.g.,contingency plan 70) within the conversational application (e.g.,conversational application 56). Specifically, the conversationalapplication (e.g., conversational application 56) may include acontingency platform (e.g., contingency platform 72) configured toenable an administrator (e.g., user 42) of the conversationalapplication (e.g., conversational application 56) to activate thecontingency plan (e.g., contingency plan 70) at some point-in-time afterthe deployment of the conversational application (e.g., conversationalapplication 56). As will be discussed below in greater detail, thiscontingency plan (e.g., contingency plan 70) may be configured to beactivated during atypical situations.

When enabling 450 the user (e.g., user 42) to visually arrange theplurality of functional modules (e.g., plurality of functional modules124) to form a conversational application (e.g., conversationalapplication 56), conversational application development process 10 mayenable 452 the user (e.g., user 42) to visually arrange the plurality offunctional modules (e.g., plurality of functional modules 124) to definea logic flow (e.g., logic flow 126) for the conversational application(e.g., conversational application 56).

As discussed above, the conversational application (e.g., conversationalapplication 56) may include one or more of: a multi-channelconversational application; and a multi-modality conversationalapplication. A multi-channel conversational application (e.g.,conversational application 56) may include two or more channels (e.g.,two or more of IVR channel 58, SMS channel 60, Mobile-Based Channel 62,Web-Based Channel 64). As discussed above, examples of a multi-modalityconversational application (e.g., conversational application 56) mayinclude any conversational application that is configured to (andcapable of) communicating with an end user (e.g., end user 38) in avariety of communication modalities. As further discussed above,examples of such communication modalities may include but are notlimited to one or more of: an audio-based communication modality (e.g.,utilizing recorded audio segment functionality and/or utilizingtext-to-speech functionality); and a visual-based communication modality(e.g., utilizing JSON text-based functionality and/or utilizingHTML/SSML text-based functionality).

As will be discussed below in further detail, when activating thecontingency plan (e.g., contingency plan 70), the logic flow (e.g.,logic flow 126) for the conversational application (e.g., conversationalapplication 56) may be revised.

The contingency platform (e.g., contingency platform 72) may be furtherconfigured to enable the administrator (e.g., user 42) of theconversational application (e.g., conversational application 56) todeactivate the contingency plan (e.g., contingency plan 70), whereindeactivating the contingency plan (e.g., contingency plan 70) mayrestore the logic flow (e.g., logic flow 126) for the conversationalapplication (e.g., conversational application 56).

For example, assume that the conversational application (e.g.,conversational application 56) includes a logic flow (e.g., logic flow126) that includes channels (e.g., IVR channel 58, SMS channel 60,Mobile-Based Channel 62, Web-Based Channel 64) that enable end users toblock air travel and check that status of flights. Further and for thisexample, assume that the conversational application (e.g.,conversational application 56) is currently deployed and fullyoperational. Further assume that the Chicago area (including O'HareAirport and Midway Airport) are experiencing blizzard conditions, thustemporarily shutting down all air travel into and out of these twoairports.

As discussed above, conversational application 56 may include acontingency platform (e.g., contingency platform 72) configured toenable an administrator (e.g., user 42) of the conversationalapplication (e.g., conversational application 56) to activate acontingency plan (e.g., contingency plan 70) at some point-in-time afterthe deployment of the conversational application (e.g., conversationalapplication 56). Accordingly, an administrator (e.g., user 42) of theconversational application (e.g., conversational application 56) maychoose to activate contingency plan 70 to notify users of the conditionsare O'Hare and Midway Airports.

Accordingly, an administrator (e.g., user 42) of conversationalapplication 56 may utilize contingency platform 72 to define theappropriate messages that may be provided to end users via theappropriate channels (e.g., IVR channel 58, SMS channel 60, Mobile-BasedChannel 62, Web-Based Channel 64). The administrator (e.g., user 42) ofconversational application 56 may then activate contingency plan 70.Once activated, end users of conversational application 56 seekinginformation of flights into or out of O'Hare Airport and/or MidwayAirport may be notified that all such flights have beencancelled/diverted.

As discussed above, when activating the contingency plan (e.g.,contingency plan 70), the logic flow (e.g., logic flow 126) for theconversational application (e.g., conversational application 56) may berevised. For example, any paths within logic flow 126 that are pointingtoward nodes that concern the status of outbound flights from O'HareAirport and/or Midway Airport may be redirected to a dialog module thatstates “Due to the weather conditions at O'Hare Airport and MidwayAirport, all outbound flights from O'Hare Airport and Midway Airport arecancelled until further notice.” Further, any paths within logic flow126 that are pointing toward nodes that concern the status of inboundflights to O'Hare Airport and/or Midway Airport may be redirected to adialog module that states “Due to the weather conditions at O'HareAirport and Midway Airport, all inbound flights to O'Hare Airport andMidway Airport are being redirected to General Mitchell InternationalAirport in Milwaukee, WI”

As discussed above, when deactivating the contingency plan (e.g.,contingency plan 70), the logic flow (e.g., logic flow 126) for theconversational application (e.g., conversational application 56) may berestored. For example, any paths within logic flow 126 that werepointing toward nodes that concern the status of outbound flights fromO'Hare Airport and/or Midway Airport and are now pointing to a dialogmodule that states “Due to the weather conditions at O'Hare Airport andMidway Airport, all outbound flights from O'Hare Airport and MidwayAirport are cancelled until further notice.” will be redirected to theiroriginal nodes. Further, any paths within logic flow 126 that werepointing toward nodes that concern the status of inbound flights toO'Hare Airport and/or Midway Airport and are now pointing to a dialogmodule that states “Due to the weather conditions at O'Hare Airport andMidway Airport, all inbound flights to O'Hare Airport and Midway Airportare being redirected to General Mitchell International Airport inMilwaukee, WI” will be redirected to their original nodes.

General:

As will be appreciated by one skilled in the art, the present disclosuremay be embodied as a method, a system, or a computer program product.Accordingly, the present disclosure may take the form of an entirelyhardware embodiment, an entirely software embodiment (includingfirmware, resident software, micro-code, etc.) or an embodimentcombining software and hardware aspects that may all generally bereferred to herein as a “circuit,” “module” or “system.” Furthermore,the present disclosure may take the form of a computer program producton a computer-usable storage medium having computer-usable program codeembodied in the medium.

Any suitable computer usable or computer readable medium may beutilized. The computer-usable or computer-readable medium may be, forexample but not limited to, an electronic, magnetic, optical,electromagnetic, infrared, or semiconductor system, apparatus, device,or propagation medium. More specific examples (a non-exhaustive list) ofthe computer-readable medium may include the following: an electricalconnection having one or more wires, a portable computer diskette, ahard disk, a random access memory (RAM), a read-only memory (ROM), anerasable programmable read-only memory (EPROM or Flash memory), anoptical fiber, a portable compact disc read-only memory (CD-ROM), anoptical storage device, a transmission media such as those supportingthe Internet or an intranet, or a magnetic storage device. Thecomputer-usable or computer-readable medium may also be paper or anothersuitable medium upon which the program is printed, as the program can beelectronically captured, via, for instance, optical scanning of thepaper or other medium, then compiled, interpreted, or otherwiseprocessed in a suitable manner, if necessary, and then stored in acomputer memory. In the context of this document, a computer-usable orcomputer-readable medium may be any medium that can contain, store,communicate, propagate, or transport the program for use by or inconnection with the instruction execution system, apparatus, or device.The computer-usable medium may include a propagated data signal with thecomputer-usable program code embodied therewith, either in baseband oras part of a carrier wave. The computer usable program code may betransmitted using any appropriate medium, including but not limited tothe Internet, wireline, optical fiber cable, RF, etc.

Computer program code for carrying out operations of the presentdisclosure may be written in an object oriented programming languagesuch as Java, Smalltalk, C++ or the like. However, the computer programcode for carrying out operations of the present disclosure may also bewritten in conventional procedural programming languages, such as the“C” programming language or similar programming languages. The programcode may execute entirely on the user's computer, partly on the user'scomputer, as a stand-alone software package, partly on the user'scomputer and partly on a remote computer or entirely on the remotecomputer or server. In the latter scenario, the remote computer may beconnected to the user's computer through a local area network/a widearea network/the Internet (e.g., network 14).

The present disclosure is described with reference to flowchartillustrations and/or block diagrams of methods, apparatus (systems) andcomputer program products according to embodiments of the disclosure. Itwill be understood that each block of the flowchart illustrations and/orblock diagrams, and combinations of blocks in the flowchartillustrations and/or block diagrams, may be implemented by computerprogram instructions. These computer program instructions may beprovided to a processor of a general purpose computer/special purposecomputer/other programmable data processing apparatus, such that theinstructions, which execute via the processor of the computer or otherprogrammable data processing apparatus, create means for implementingthe functions/acts specified in the flowchart and/or block diagram blockor blocks.

These computer program instructions may also be stored in acomputer-readable memory that may direct a computer or otherprogrammable data processing apparatus to function in a particularmanner, such that the instructions stored in the computer-readablememory produce an article of manufacture including instruction meanswhich implement the function/act specified in the flowchart and/or blockdiagram block or blocks.

The computer program instructions may also be loaded onto a computer orother programmable data processing apparatus to cause a series ofoperational steps to be performed on the computer or other programmableapparatus to produce a computer implemented process such that theinstructions which execute on the computer or other programmableapparatus provide steps for implementing the functions/acts specified inthe flowchart and/or block diagram block or blocks.

The flowcharts and block diagrams in the figures may illustrate thearchitecture, functionality, and operation of possible implementationsof systems, methods and computer program products according to variousembodiments of the present disclosure. In this regard, each block in theflowchart or block diagrams may represent a module, segment, or portionof code, which comprises one or more executable instructions forimplementing the specified logical function(s). It should also be notedthat, in some alternative implementations, the functions noted in theblock may occur out of the order noted in the figures. For example, twoblocks shown in succession may, in fact, be executed substantiallyconcurrently, or the blocks may sometimes be executed in the reverseorder, depending upon the functionality involved. It will also be notedthat each block of the block diagrams and/or flowchart illustrations,and combinations of blocks in the block diagrams and/or flowchartillustrations, may be implemented by special purpose hardware-basedsystems that perform the specified functions or acts, or combinations ofspecial purpose hardware and computer instructions.

The terminology used herein is for the purpose of describing particularembodiments only and is not intended to be limiting of the disclosure.As used herein, the singular forms “a”, “an” and “the” are intended toinclude the plural forms as well, unless the context clearly indicatesotherwise. It will be further understood that the terms “comprises”and/or “comprising,” when used in this specification, specify thepresence of stated features, integers, steps, operations, elements,and/or components, but do not preclude the presence or addition of oneor more other features, integers, steps, operations, elements,components, and/or groups thereof.

The corresponding structures, materials, acts, and equivalents of allmeans or step plus function elements in the claims below are intended toinclude any structure, material, or act for performing the function incombination with other claimed elements as specifically claimed. Thedescription of the present disclosure has been presented for purposes ofillustration and description, but is not intended to be exhaustive orlimited to the disclosure in the form disclosed. Many modifications andvariations will be apparent to those of ordinary skill in the artwithout departing from the scope and spirit of the disclosure. Theembodiment was chosen and described in order to best explain theprinciples of the disclosure and the practical application, and toenable others of ordinary skill in the art to understand the disclosurefor various embodiments with various modifications as are suited to theparticular use contemplated.

A number of implementations have been described. Having thus describedthe disclosure of the present application in detail and by reference toembodiments thereof, it will be apparent that modifications andvariations are possible without departing from the scope of thedisclosure defined in the appended claims.

What is claimed is:
 1. A computer-implemented method, executed on acomputing device, comprising: enabling usage of a conversationalapplication by a plurality of users, wherein the conversationalapplication is defined using a plurality of functional modules, whereineach functional module of the plurality of functional moduleseffectuates a logical function; gathering usage data concerning usage ofthe conversational application by the plurality of users for each of theplurality of functional modules; defining a visual representation of theconversational application for each of the plurality of functionalmodules; overlaying the usage data onto the visual representation of theconversational application to generate visual traffic flow data for eachof the plurality of functional modules, wherein the visual traffic flowdata is configured to define a quantity of users intentionally leavingone or more of the plurality of functional modules; and monitoring anoutbound load balancing of a plurality of individual nodes within theconversational application based upon, at least in part, the visualtraffic flow data.
 2. The computer-implemented method of claim 1 whereinthe visual representation of the conversational application is a logicflow of the conversational application.
 3. The computer-implementedmethod of claim 1 wherein the visual traffic flow data is configured tofurther define a quantity of users leaving the conversationalapplication.
 4. The computer-implemented method of claim 1 wherein theplurality of functional modules includes: one or more predefinedfunctional modules; and one or more user-defined functional modules. 5.The computer-implemented method of claim 1 wherein the visual trafficflow data is configured to further define one or more of: a flow of theplurality of users through the visual representation of theconversational application; a quantity of users entering one or more ofthe plurality of functional modules; a percentage of users entering oneor more of the plurality of functional modules; a percentage of usersleaving one or more of the plurality of functional modules; and apercentage of users leaving the conversational application.
 6. Thecomputer-implemented method of claim 1 wherein the plurality of usersincludes: one or more end users.
 7. The computer-implemented method ofclaim 1 wherein the plurality of users includes: one or more testers. 8.The computer-implemented method of claim 1 wherein the conversationalapplication includes one or more of: a multi-channel conversationalapplication; and a multi-modality conversational application.
 9. Thecomputer-implemented method of claim 8 wherein the multi-channelconversational application includes one or more of: an IVR channel; anSMS channel; a mobile-based channel; and a web-based channel.
 10. Thecomputer-implemented method of claim 8 wherein the multi-modalityconversational application includes one or more of: an audio-basedcommunication modality; and a visual-based communication modality.
 11. Acomputer program product residing on a non-transitory computer readablemedium having a plurality of instructions stored thereon which, whenexecuted by a processor, cause the processor to perform operationscomprising: enabling usage of a conversational application by aplurality of users, wherein the conversational application is definedusing a plurality of functional modules, wherein each functional moduleof the plurality of functional modules effectuates a logical function;gathering usage data concerning usage of the conversational applicationby the plurality of users for each of the plurality of functionalmodules; defining a visual representation of the conversationalapplication for each of the plurality of functional modules; overlayingthe usage data onto the visual representation of the conversationalapplication to generate visual traffic flow data for each of theplurality of functional modules, wherein the visual traffic flow data isconfigured to define a quantity of users intentionally entering one ormore of the plurality of functional modules; and monitoring an outboundload balancing of a plurality of individual nodes within theconversational application based upon, at least in part, the visualtraffic flow data.
 12. The computer program product of claim 11 whereinthe visual representation of the conversational application is a logicflow of the conversational application.
 13. The computer program productof claim 11 wherein the visual traffic flow data is configured tofurther define a quantity of users leaving the conversationalapplication.
 14. The computer program product of claim 11 wherein theplurality of functional modules includes: one or more predefinedfunctional modules; and one or more user-defined functional modules. 15.The computer program product of claim 11 wherein the visual traffic flowdata is configured to further define one or more of: a flow of theplurality of users through the visual representation of theconversational application; a percentage of users entering one or moreof the plurality of functional modules; a quantity of users leaving oneor more of the plurality of functional modules; a percentage of usersleaving one or more of the plurality of functional modules; and apercentage of users leaving the conversational application.
 16. Thecomputer program product of claim 11 wherein the plurality of usersincludes: one or more end users.
 17. The computer program product ofclaim 11 wherein the plurality of users includes: one or more testers.18. The computer program product of claim 11 wherein the conversationalapplication includes one or more of: a multi-channel conversationalapplication; and a multi-modality conversational application.
 19. Thecomputer program product of claim 18 wherein the multi-channelconversational application includes one or more of: an IVR channel; anSMS channel; a mobile-based channel; and a web-based channel.
 20. Thecomputer program product of claim 18 wherein the multi-modalityconversational application includes one or more of: an audio-basedcommunication modality; and a visual-based communication modality.
 21. Acomputing system including a processor and memory configured to performoperations comprising: enabling usage of a conversational application bya plurality of users, wherein the conversational application is definedusing a plurality of functional modules, wherein each functional moduleof the plurality of functional modules effectuates a logical function;gathering usage data concerning usage of the conversational applicationby the plurality of users for each of the plurality of functionalmodules; defining a visual representation of the conversationalapplication for each of the plurality of functional modules; overlayingthe usage data onto the visual representation of the conversationalapplication to generate visual traffic flow data for each of theplurality of functional modules, wherein the visual traffic flow data isconfigured to define a quantity of users as a flow of the plurality ofusers through the visual representation of the conversationalapplication; and monitoring an outbound load balancing of a plurality ofindividual nodes within the conversational application based upon, atleast in part, the visual traffic flow data.
 22. The computing system ofclaim 21 wherein the visual representation of the conversationalapplication is a logic flow of the conversational application.
 23. Thecomputing system of claim 21 wherein the visual traffic flow data isconfigured to further define a quantity of users leaving theconversational application.
 24. The computing system of claim 21 whereinthe plurality of functional modules includes: one or more predefinedfunctional modules; and one or more user-defined functional modules. 25.The computing system of claim 21 wherein the visual traffic flow data isconfigured to further define one or more of: a quantity of usersentering one or more of the plurality of functional modules; apercentage of users entering one or more of the plurality of functionalmodules; a quantity of users leaving one or more of the plurality offunctional modules; a percentage of users leaving one or more of theplurality of functional modules; and a percentage of users leaving theconversational application.
 26. The computing system of claim 21 whereinthe plurality of users includes: one or more end users.
 27. Thecomputing system of claim 21 wherein the plurality of users includes:one or more testers.
 28. The computing system of claim 21 wherein theconversational application includes one or more of: a multi-channelconversational application; and a multi-modality conversationalapplication.
 29. The computing system of claim 28 wherein themulti-channel conversational application includes one or more of: an IVRchannel; an SMS channel; a mobile-based channel; and a web-basedchannel.
 30. The computing system of claim 28 wherein the multi-modalityconversational application includes one or more of: an audio-basedcommunication modality; and a visual-based communication modality.